CISCO CCE Senior Operation Engineer - Connect Professional Services
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Salary Not Disclosed
1 Vacancy
Job Description
We are seeking an experienced Senior Engineer specializing in Cisco Contact Center Enterprise (CCE) operations to lead the support maintenance and optimization of a large-scale mission-critical contact center environment. The ideal candidate will have deep expertise in Cisco CCE technologies with proven experience collaborating across multiple domains including networking infrastructure and cybersecurity to ensure a highly available secure and resilient customer experience platform.
Key Responsibilities:
- Operate monitor and support Cisco Unified Contact Center Enterprise (UCCE) platform and Quality Management Solutions including:
- ICM CVP CUCM Finesse PGs AW/HDS Rogger Recording QM WFM KM
- Manage day-to-day operations incident response and root cause analysis for the contact center environment.
- Collaborate with cross-functional teams including network infrastructure application and security to resolve complex technical issues and ensure platform stability.
- Act as Technical Advisor and coordinate with other departments to facilitate the requirements and prerequsites.
- Maintain system performance tuning capacity planning and upgrade planning.
- Lead patching maintenance windows and disaster recovery testing.
- Work closely with internal teams to support new feature rollouts technology upgrades and migrations.
- Develop and maintain operational documentation SOPs runbooks and topology diagrams.
- Support compliance efforts implementing controls to align with security policies and standards.
- Participate in on-call rotation and provide escalation support.
- Monitor and enhance system observability including logging alerting and analytics tools.
- Work with vendors and Cisco TAC to resolve complex issues and track product defects or enhancements.
Qualifications:
- 3 years experience in Cisco UCCE environment support and operations.
- Strong knowledge of:
- Cisco Unified Communications Manager (CUCM)
- Cisco Voice Gateways SIP routing and Voice Translation Profiles
- CVP Call Studio VXML and Prompt Management
- Finesse and third-party CRM integrations
- Familiarity with Cisco Webex Contact Center is a plus.
- Basic understanding of enterprise networking: LAN/WAN firewalls QoS SIP DNS Load Balancers.
- Experience working with Windows Servers VMware and infrastructure basics
- Security-focused mindset with exposure to identity access control encryption and compliance frameworks (e.g. PCI DSS ISO 27001).
- Strong scripting and automation skills (Call Studio ICM Scripting or equivalent) a plus.
- Excellent communication and documentation skills.
- Proven ability to interface with stakeholders across IT disciplines.
- Strong analytical and problem-solving capabilities.
- Comfortable working in fast-paced mission-critical environments.
- Ability to lead technical bridges and coordinate with vendors during major incidents.
Cisco CCNP Collaboration / CCIE Collaboration
- Cisco UCCE Specialist certifications
- ITIL v4 Foundation
Employment Type
Full Time
